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Cybersecurity Support Specialist, Enterprise Networks

1 month ago

Delhi, Delhi, India Palo Alto Networks Full time
Overview
Palo Alto Networks is a leading cybersecurity provider dedicated to protecting digital lives. As a Cybersecurity Support Specialist, you will play a crucial role in ensuring our customers' success by providing expert technical support.

About the Job
This position offers an estimated salary of $120,000 - $180,000 per year, depending on experience and location. You will work closely with our valued customers to address complex post-sales concerns, analyzing situations and data to evaluate multiple factors. Your critical thinking skills will enable you to understand methods, techniques, and evaluation criteria for obtaining results.

Key Responsibilities
* Provide post-sales technical support, configurations, troubleshooting, and standard methodologies to customers via phone, email, and web
* Remote support, deployment, and knowledge transfer
* Handle support cases to ensure issues are recorded, tracked, resolved, and follow-ups completed in a timely manner
* Use fault isolation and root cause analysis skills to diagnose and tackle complicated technical issues
* Work to reproduce customer issues and qualify critical issues
* Publish Technical Support Bulletins and other user documentation in the Knowledge Base
* Build a positive customer experience by working closely with Development, Sales, Quality Assurance, and Marketing
* Responsible for reviewing user documentation for training materials, technical marketing collateral, manuals, problem-solving guides, etc.
* Travel may be required to customer sites in the event of a critical situation to expedite resolution

Requirements
* BS/MS or equivalent experience or equivalent military experience required
* 8+ years of deep technical knowledge and technical support with a strong customer focus or related experience
* Advanced certifications such as CCIE/JNCIE/CISSP – an advantage
* Excellent written and spoken communication skills, strength with establishing relationships
* Ability to independently debug broad, complex, and unparalleled networks with mixed media and protocols required
* Excellent interpersonal skills and the ability to work well independently and in a team
* Self-disciplined, self-managed, self-motivated and strong sense of ownership, urgency, and drive
* Passionate to learn, understand, and dissect new technology stack quickly on own
* Strong project management, time management, and organizational skills
* Strong analytical skills for interpreting business requirements and translating them into technical specifications
* Profound knowledge in networking protocols such as – TCP/IP, BGP4 (multi-homing), OSPF (multi-area), ISIS, Multicast, VOIP
* Expert working knowledge in the operation of Ethernet LAN switching protocols and standards including, VLANs, VLAN aggregation
* Experience with security (IPSEC, SSL-VPN, NAT, GRE)
* Prior experience in similar vendor Technical Support Centers
* Experience with Authentication Protocols a plus (Radius / TACACS)
* Strong history of deploying, maintaining, and troubleshooting multi-vendor (Cisco, Checkpoint, Juniper, Fortinet) firewall environments – PANW firewalls and VM-Series – A plus
* Excellent problem-solving, critical thinking, communication, and teamwork skills
* Ability to clearly articulate technical issues to both technical and non-technical audiences, and explain their impact on business